Summary of report contentHealthwatch Redbridge conducted an Enter and View visit at Dr Paulz Surgery in July 2017 as part of the local Healthwatch programme of Enter and View visits to GP Practices in Redbridge to evaluate whether providers are adequately supporting people with communication impairments to use services. Enter and View representatives made observations and engaged with the Acting Practice Manager and two other members of staff but were not able to engage with any patients. Observations focused around whether providers met their obligations under the Accessible Information Standard. Volunteers looked at website accessibility, building accessibility, parking, facilities, provision of information and alternative formats, hearing loops and procedures to support the communication of patients with a hearing or vision impairment. A total of 14 recommendations were made and seemed to reflect that the provider was not fulfilling a majority of the obligations set out in the legislation to support those with additional communication needs. The provider’s response to the report, whilst positive, was brief and did not address a majority of the recommendations made. Dr Paulz Surgery have advised that they will look into providing a communications handbook, seek to identify communication needs upon registration and explore the possibility of an electronic patient calling system.
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Enter and view: Dr Paulz Surgery
Date of publication
Monday, 29 January, 2018
Date evidence capture began
Friday, 14 July, 2017
Date evidence capture finished
Friday, 14 July, 2017
Type of report
Enter and view
Building and facilities
Communication between staff and patients
Digitalisation of services
Quality of appointment
Quality of staffing
Service delivery organisation and staffing
Healthwatch reference number
Was the work undertaken at the request of another organisation?
What type of organisation requested the work
Primary research method used
How was the information collected?
Visit to provider
If an Enter and View methodology was applied, was the visit announced or unannounced?
Primary care services
Types of disabilities
Learning or understanding or concentrating
Types of long term conditions
Blindness or severe visual impairment
Deafness or severe hearing impairment
Number of people who shared their views
Does the information include public's views?
Does the information include carer's, friend's or relative's views?
Does the information include staff's views?
Types of health and care professionals engaged
Does the information include other people's views?
What was the main sentiment of the people who shared their views?
Were recommendations made by local Healthwatch in the report?
Does the information contain a response from a provider?
Yes action has been taken or promised
Is there evidence of impact in the report?
Is there evidence of impact external to the report?
What type of impact was determined?